Customer Success Account Manager (CSAM)

Summary

Microsoft is a technology company whose mission is to empower every person and organization to achieve more. The Customer Success Account Manager will lead strategic customer delivery, align customer objectives with Microsoft’s cloud portfolio, and accelerate value realization and cloud consumption. The role also advances Americas ECIF Yield performance through data analysis, account-team coordination, program management, and stakeholder influence.

Responsibilities

• Customer Success Leadership, Strategy, and Growth: You will listen to customers, align their objectives with the Microsoft portfolio of work, and connect Customer Success Plans with account priorities and programs that accelerate business value and cloud consumption
• Delivery and Program Management: You will support program planning, customer-facing reviews, engagement prioritization, and orchestration with key technical stakeholders to address agreed customer outcomes and account priorities
• ECIF Yield Capability Leadership: You will help build and drive efforts that advance Americas ECIF Yield performance, supporting Operating Units in understanding the metric, its leading indicators, and the execution practices that improve outcomes
• Priority Account Support: You will engage with selected Americas account teams to assess ECIF-funded initiatives, identify barriers to consumption and value realization, and coordinate practical remediation actions with Customer Success, Cloud Solution Architecture, sales, partners, and other stakeholders
• Reporting and Insights: You will support reporting and analysis of ECIF Yield, pipeline, utilization, and related execution signals to identify trends, priority areas, and repeatable practices. You will translate data into clear insights and recommendations for business reviews and leadership discussions
• Stakeholder Engagement and Influence: You will collaborate across Operating Units, Finance, business operations, investment teams, and field leadership to align priorities, share learnings, support skilling and enablement, track actions, and influence progress without direct authority

Skills

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• + OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• + OR equivalent experience
• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
• 3+ years relevant work experience within customer industry
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
• + Project Management Institute (PMI) or equivalent Project Management certification
• + Prosci or equivalent certification

Qualifications

Must Haves

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• + OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• + OR equivalent experience

Nice to Haves

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
• 3+ years relevant work experience within customer industry
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
• + Project Management Institute (PMI) or equivalent Project Management certification
• + Prosci or equivalent certification

Benefits

• This role is flexible in that you can work 100% from home.